Head of Claims Process Optimisation (Household)

Household (HH) Claims is growing and currently registers over 70,000 claims a year through digital and voice channels and manages fulfilment through methods including cash settlement, item replacement or supplier led services and repairs. Having a smooth transition through the Household claims process, both digitally and voice, is critical for delivering good outcomes for our customers, supporting regulatory confidence in our processes, but also providing clarity for our suppliers and colleagues on their roles and responsibilities.

As HH Claims Process Optimisation Head, your key objective will be to lead the review, development, delivery, governance and maintenance of the optimal claims process model as well as ensuring that new technology solutions (including digital claims handling, AI, and automation) are implement effectively to compliment both customer an efficiency goals.

Responsible for the strategic development of the claims handling model in HH, the role holder will engage and seek agreement from senior stakeholders within HH, our supply chain and beyond whilst satisfying requirements from regulators & reinsurers.

Key Responsibilities

• Reporting to the Head of Household Claims and part of the HH Claims Leadership Team, lead a review of the Claims Target Operating Model and define an achievable programme of work to move towards delivery of an optimised way of claims handling.
• With an eye on the growth plans for the Household product, ensure the future profile of policy holders is catered for should they wish to enquire about or make a claim.
• Establish appropriate process data and insight to ensure performance oversight for the HH Claims and Core leadership team is in place.
• By assessing performance, constantly seek opportunities to improve claims processing accuracy and speed of settlement and work with internal and external stakeholders to agree and successfully deliver improvements.
• Ensure improvements and outcomes are accepted and recognised in the HH Claims Complaints performance.
• Be responsible for defining future resource requirements and budget submissions to ensure the right skills are in the right team at the right time, avoiding unnecessary over staffing.
• Profile the ambition of the end state claims process across HH and beyond and be inquisitive around solutions deployed elsewhere in the organisation and the industry.
• Be seen as the HH point of validation for initiatives that either support or influence the delivery of improved customer journeys or outcomes.
• Work closely with Claims Transformation teams and ‘hold hands’ to jointly agree the best suite of opportunities under consideration and the most appropriate order of delivery.
• Support a “test and learn” approach to ensure the best solutions are evaluated and implement quickly and safely.
• Be at the forefront of emerging trends proactively recommending and implementing new initiatives to enhance capabilities and future-proof the business.

Skills Required

• Deep knowledge and experience of a Household Claims functions at a senior level.
• Experience of successfully advising and influencing senior management.
• Experience working independently, autonomously and with ambiguous scopes of work.
• Strategic mindset and skilled problem solver, with tenacity to make change happen.
• Highly numerate and able to communicate clearly and effectively at all levels, both verbal and written.
• Able to listen and interpret key information in a time critical way.
• Able to challenge key stakeholders confidently and professionally. Ensuring a long-term lens is always considered.
• Able to articulate decisions and outcomes in a clear, precise way.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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